FAQs
FREQUENTLY ASKED QUESTIONS
Before contacting us, please take a moment to read our Frequently Asked Questions, which may already have the answer you're looking for.
SHIPPING
When will my order arrive? Most orders are processed within 1–2 business days after being placed, with the exception of orders placed over the weekend (Friday–Sunday). Weekend orders will be processed on the next business day (Monday).
Once your order has been shipped, you will receive a confirmation email with your tracking number at the email address provided during checkout.
Estimated delivery times based on current shipping times:
- United Kingdom: 7–10 business days
- Europe: 7–10 business days
- United States: 7–10 business days
Times may vary due to high demand or national holidays.
Has my order been shipped? Orders are generally shipped within 1–2 business days, sometimes sooner. You will receive a shipping email once your order has been dispatched. Please check your SPAM/junk folder in case it ended up there.
If you cannot find your shipping email or think you may have deleted it, contact us at caitlin@ojoviivo.com and we can give you a real-time update on where your order is.
I still don't have a tracking number? In most cases, your tracking number will be included in your shipping email. If not, you can email us at caitlin@ojoviivo.com for a tracking update.
Please allow 1–2 business days for tracking to be updated in the carrier's system.
Where is my confirmation email? It's very possible our email ended up in your SPAM/JUNK folder, so please check there first.
If you still can't find it and would like it resent, please let us know.
Where do you ship to? We ship worldwide with free shipping on all orders!
NOTE: Any international customs charges incurred are your responsibility.
RETURNS & EXCHANGES
My item arrived broken or damaged — what can I do? If your product is damaged, please take photos and send them to us at caitlin@ojoviivo.com
We will provide a free replacement or a full refund.
I need to cancel my order — how do I do that? We always do our best to cancel your order, but if it has already been shipped or processed, we are unable to cancel it.
If you wish to make changes to your order, please contact us as soon as possible. We will do our best to accommodate any changes if your order has not yet been shipped.
If your order has already been shipped, we will not be able to modify it, but we are always happy to process a return if you wish to do so.
I entered the wrong address for my order — can I change it? If you entered an incorrect delivery address, please contact us as soon as possible. If your order has not yet been shipped or processed, we can easily update your delivery address.
If the order has already been shipped or processed, unfortunately there is nothing we can do.
Can I return my order? We only accept returns within 30 days of delivery if the item is damaged or incorrect.
If you received a defective or incorrect product, please contact our support team at caitlin@ojoviivo.com with a photo of the issue and your order number. We will resolve it as quickly as possible.
GENERAL ENQUIRIES
Where are you located? Our headquarters are in London, United Kingdom.
I ordered 2 or more items — why did I only receive one? We ship from different warehouses depending on stock and location, so some items may arrive before others. Don't worry — all your items are on their way!
How can I get in touch with you? You can contact us at any time through our Contact page. Simply fill in the form or email us directly at caitlin@ojoviivo.com — we're always happy to help.
How quickly will I get a response? We respond to all messages within 24–48 hours (excluding weekends and public holidays).
Most questions are answered even faster!
24/7 CUSTOMER SERVICE
Smart home security made simple. Trusted by over 30,000 households worldwide.
📩caitlin@ojoviivo.com